Retail@Home SME (Subject Matter Expert) One of 30 SME’s that answered over 26,000 customer requests from 1,300 chat specialists for post sales and support guidance. Trained chat team leaders how to effectively use applications in order to quickly discover & answer customer questions.SME point person for Inclusion and Diversity, Black@Apple.
Attended Racial Equity Institute workshops to elevate SME team knowledge on creating a positive community influence within and outside of Apple.

• Managing 16 different leaders who are accountable for company declared recruiting goals. •. Currently facilitate weekly webinars focused on achieving recruiting activities. Coaching has led to a 4% increase in recruiting and 79% retention rate. Coaching includes one-on-one as well as in teams. • Introduce and train on using social media to target, build brand & attract, potential recruits.• Learned 3 CRM’s systems within one month and began nationwide training via live and remote Cisco Webex sessions. • Training increased agent’s personal production by 10%.

• Worked with leadership to ensure training curriculum aligns with company goals.•. Responsible for managing and coaching new hire’s onboarding, training and individual’s yearly personal growth assignments. •. Facilitated all new and current product Apple technologies trainings including iCloud and leadership training.

Lead Trainer West Coast: achieved 95% learning ratio for Morgan Stanley Smith Barney technology integration.⋅ Awarded for leading three major offices with highest percentage of users learning and correctly using new proprietary software. ⋅ Delivered high quality group presentations to over 40 financial offices as well as 400 one-on-one training sessions.⋅ Led e-learning train-the-trainer sessions for 250 new trainers, implying varied training experiential methods to increase retention.⋅ Frequently brought into high touch offices due to my ability to adapt and interact with elevated stress environments.

⋅ Training new and prospective users of iPads and iPhones as well as recommending additional Apple products, (ex: AppleCare, Accessories, One-On-One) based on discovering customer needs.⋅ Consistently exceeded sales and customer relationship metrics by developing guests to new users and promoters.

• Designed, managed and facilitated a comprehensive training program that ensured an effective rollout of the Starwood-built priority software system to employees in all of their facilities worldwide. •. Lead enterprise wide application training program for Starwood vacation ownership sites. This included all training assessment, design, development, implementation and evaluation (ADDIE) for Starwood applications. Implemented a blended training program for maximum effectiveness and information retention. • ‘Virtually’ managed fourteen Starwood managers within the United States and Mexico, in the area of application training and train-the-trainer responsibilities. Developed ‘Regional Trainers’ resulting in quicker end-user application training, freeing my schedule to take on new roll-outs of Starwood initiatives.• Designed and delivered Instructor Led Training for new national eLearning training curriculum for speed workforce time-to-competency that delivered measurable positive impact on the budget by significantly reducing travel and related expenses by 50%.

• Expanded training to include new call strategy. Outcomes achieved were expanded call time with clients, increased follow up opportunities and positive customer survey results.• Launched Behavioral Hiring Model to pin point strengths of potential call center hires. Results were lower marketing employment costs due to hiring the right people to fit with call center culture and lengthened retention of employees.• Based on exceptional performance, was quickly promoted within nine months to National Application Trainer and Liaison for Starwood Hotels and Resorts.

• Initiated value-added professional coaching in support of new sales trainee’s• Led training in designing curriculum as well as facilitating all sales training events at SAS headquarters.• Drove business by traveling to SAS offices to work one-on-one with sales executives.